Loaf Reviews

Name: Loaf
Rating: 1.42

1.4 Rating 164 Reviews

6 %

of reviewers recommend Loaf

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1.4

Based on 164 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone

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Chris Bolam

Lisa

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Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My sofa arrived damaged three weeks ago through no fault of my own. I was then asked to pay an additional £300, plus another delivery fee, for a replacement. I was also promised a loan sofa within a few days while the new one was being made. Three weeks later, the loan sofa still hasn’t arrived. I’ve contacted customer service six times and chased them almost every day, but nobody seems willing to take ownership of the problem. The standard response is that they are “waiting for the internal delivery team,” who have apparently failed to respond for nearly two weeks. Each member of staff has been polite, but politeness is meaningless without action. No one seems concerned about why an internal team can take weeks to answer a message or willing to escalate the issue properly. I now have guests arriving this weekend and no sofa. The entire experience has been a shambles and falls far below what I would expect from a reputable brand.”

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Posted 1 month ago

“Smithy sofa, chaise. The cushions were so unsupportive that the chaise end effectively became a hole. Contacted loaf to complain and they refused to do anything- there's a whole story behind this. DO NOT BUY. We've had to pay £300 to get replacement cushions inserts. Appalling.”

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Posted 2 months ago

“Thank you for your honest reviews. I was so keen on a Loaf sofa but not now , shocking!”

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Posted 6 months ago

“I bought a loaf sofa about 5 years ago , it looks lovely but the minute you sit on it it loses its shape and needs constant plumping which weakens the seams of the cushions , there were repairs by loaf after months of light use only , I now rarely sit on the sofa as it’s so uncomfortable and such a pain to plump whilst worrying about damaging the seams it’s not worth the hassle . Do not recommend .”

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Posted 7 months ago

“Really good customer service! My experience seems to be at odds with several other people's here. The service I got was prompt, efficient and very courteous.”

Helpful Report

Posted 8 months ago

“Extremely disappointing after-sales service I’m really disappointed with Loaf’s customer service, especially given their positioning as a premium brand. I purchased a bed from Loaf a few years ago (around £1,800). Recently, the internal support frame underneath the bed broke. Fully expecting to pay for a replacement, I contacted Loaf to order a new one. I wasn’t asking for a free replacement or goodwill gesture — just to buy the part so I could continue using an otherwise perfectly good bed. Initially, I was told this is a service Loaf offers, but that I could only proceed if I had the original order number, which I no longer have. I explained the situation and was told it would be raised with a manager to see what could be done. After hearing nothing for a week, I called again. This time, while on the phone, the representative checked with their manager and confirmed it was possible. I was even asked to measure the bed frame during the call to ensure the correct replacement. Shortly afterwards, I received an email saying I’d been misadvised and that they couldn’t help after all. No follow-up call, just an email. I replied asking for clarification and received no response. I then phoned again to speak with the same representative, was told they were busy, and requested a call back. Hours passed with no call, so I had to chase again myself. I was then told they had replied — which they hadn’t. Despite repeatedly explaining that I simply wanted to pay for a replacement part to keep using my bed, I was ultimately told there was “absolutely nothing” they could do — solely because I didn’t have an old order number. The final suggestion was genuinely shocking: I was advised to drill my own wood into the bed frame and order a smaller, incorrect part if I couldn’t find the right size. For a so-called luxury brand, being told to bodge a £1,800 bed rather than sell a replacement part they do offer is frankly absurd. This was a frustrating, time-wasting and incredibly poor experience from start to finish. I would not recommend Loaf based on this level of after-sales service. It falls far short of the standards they claim to represent”

Helpful Report

Posted 8 months ago

“The worst experience I've ever had. We ordered two sofas from Loaf back in August, both in the same material and colour and in the same order. When they arrived 3 months later, the sofas were noticeably a different colour blue and clearly felt like a different material. We raised the issue with Loaf (expecting them to review it and realise we had potentially received someone elses sofa in error). After spending 4 weeks checking with their supplier (not pushing this and very poor comms), they finally came back to us with a short generic email claiming that the differences were due to 'natural variations as a result of using different suppliers, sun exposure or them being produced in different batches'. These sofas are so clearly a different shade of blue and made from different materials that this generic response is not relevant, but it also raises a lot of questions as to what you're paying money for - when their 'bespoke' sofas are even coming from different suppliers and batches. Awful experience, would actively avoid.”

Helpful Report

Posted 9 months ago

“Bought a Slow Riser Corner Sofa and have never looked back. The best sofa I have ever owned. So comfortable, minimal plumping required, and beautifully made. I got mine in Allotment green and fits perfectly in my living room.”

Helpful Report

Posted 10 months ago

“July: I placed an order at Battersea in excess of £10k. Given an ETA of within 4 weeks. August: Part of my order arrives, but the rest is missing (to be fair, the bits that arrived are very good). September: Chasing regularly, queues over an hour on your telephone line "you are caller 23" "we've just put in a new system..."). this includes speaking to reps on phoneline who said that they will resolve ASAP and compensate us for all this trouble. October 9th: Randomly, some cushions arrive, but not our rug. I call your customer services, i am told, "i will email CS, they will probably come back to you some point". I argue with the person i speak to, saying it is not acceptable, she hangs up on me (I did not get her name, just noted an accent). I call back, wait in queue, speak to someone else, who is more polite, takes notes (so she tells me), and says don't worry, someone will call you today, tomorrow, or ASAP definitely. October 13th: tried calling again, but gave up as soon as i hear that i am "called number x in queue". Basically I give up. So i'm sharing my experience before i physically visit showroom. Will also refer to trading standards,”

Helpful Report

Posted 10 months ago

“The comfiest sofa I have ever sat on! The quality is top notch, and a really thick velvet. Really impressed by how premium it feels. Best part is I spilled wine down it and it rolled straight off, it really is spill resistant, can drink wine with no stress!”

Helpful Report

Posted 10 months ago

“I bought my Loaf sofa and it has served us well over the last 7 years. We bought it from the Wilmslow shack and the team helped us enormously to make a decision on the style and fabric choice based on our needs. The process was easy from end to end and it has been the central point of the front room ever since. The sofa itself is extra large for sprawling and has seen us through newborns, puppies, celebrations, lockdowns and many happy family times. I'm on the hunt for our next Loaf sofa.”

Helpful Report

Posted 11 months ago

“The Smithy sofa looks and feels great at first but the seat cushions soon become unusable. They go flat, lumpy and need bashing off the floor to get any life back into them after any short use rather than a nice, easy, occasional plump up.”

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Posted 1 year ago

“Oh dear I wish I'd read these reviews before purchase! We were downsizing and needed to replace our delightfully comfortable, soft, squishy DFS sofas, for something smaller. What better product I thought than the Squisharoo. The name says it all or so I thought! I tried it in the showroom and seemed to fit the description. However we have now had them, a 2 and a 3 seater, for 7 months, and they are the most uncomfortable things I have ever sat on! I understand that the cushions need to bed in etc but these are hard and unyielding despite regular plumping which as others have said is a work out! I have complained and they sent a technician out who took the whole things apart but I never saw him actually sit on them. Conclusion: no manufacturing fault. I will now be progressing this to Trading Standards/Ombudsman or whatever. With so many poor reviews, how on earth are Loaf still in business?”

Helpful Report

Posted 1 year ago

“Warning!!! There is no point buying a premium brand that does not appear to have a supply chain right now! I ordered a Dawdler Corner Sofa on the 14th of January (yes, almost 7 months ago). In March, they sent me a request to book my delivery date, then they realised they hadn't made it yet. Still believing in their brand (I have 5 other pieces of Loaf furniture) I offered them the option of changing the fabric (to overcome their first apparent "supplier issue"). Today, I am giving up hope, and have cancelled my order. Today's excuse "our manufacturer has let us down". This being their 2nd chance delivery date. Again they realise, we haven't made it!, and we can't make it until September (maybe!). I was so excited to get my new corner sofa. But almost 7 months later, I will stick with my old sofa. It's not worth the risk of more poor customer experience. Disappointingly, I am giving up on the brand I trusted.”

Helpful Report

Posted 1 year ago

“Tried so hard to get this purchase right. We were in the showroom for hours and finally decided on a “Slofa” It took 16 weeks to arrive and immediately we noticed that the cover was not stitched correctly. Customer service was good and responsive but you don’t expect manufacturing problems when you spend this sort of money. After using it for a week now I’m truly disappointed. It’s just not comfortable and seems very different to the Sofa we sat on in the showroom. The cushions are too heavy and too firm whereas the seat cushion is the opposite, hard and thin like a futon. It never looks neat and smart despite best efforts every morning. Frankly a bloody disaster and I wish I’d gone to IKEA.”

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Posted 1 year ago

“Absolutely terrible experience. I ordered the very expensive premium sofas in early January 2024 and was told numerous times, max 12 weeks until delivery. Lo and behold a week or so before due date I get an email to advise they have been delayed. Ok I thought, sometimes these things happen. It will be another 4-6 weeks. 6 weeks pass by and still no sign and no contact. I ring up to find out they have been delayed by another 6-8 weeks and given a new delivery date blaming "material supply issues". The day before delivery I get a call from the courier, not Loaf, to advise there is yet another delay and they cannot say when they will be delivered and to ring Loaf. So I ring Loaf and they advise they cannot confirm when they will be delivered but we will give you another delivery date (which wont be achieved) and a gesture of goodwill of 5% off. Comical. I would avoid this company at all costs. Waste of time and money for £6,000 sofas and the customer service is non existent. I never write reviews but felt the need to warn people!”

Helpful Report

Posted 1 year ago

“I ordered a product for over £1000 over 5 months ago and I am still yet to receive it. For a high end brand, their customer service is awful. I’ve had to ring, email and chase and still I don’t have my product. Twice I’ve driven over 200 miles for my delivery (I don’t live at the delivery address), to then be told it wasn’t ever on the van. They have not responded to any correspondence in the last 2 weeks since it was “an urgent priority”.”

Helpful Report

Posted 1 year ago

“The furniture I have received is excellent but every part of their customer service and delivery is very poor. My wardrobe was installed incorrectly and the delivery men spent ages constructing it meanwhile leaving a mountain of cardboard outside my property and obstructing my neighbour. Delivery times keep changing and trying to establish reliable communication with the customer service team is near impossible.”

Helpful Report

Posted 1 year ago

“Bought sofa last summer, it eventually arrived end of October and faulty. We could only sit on part of it as the fest didn’t have insides. Since then constantly trying to get it fixed. Arranging for them to take it back. And i already know that will turn out to be a nightmare! Please save yourself money, time & stress and don’t buy from these unprofessional company with zero customer service. If i could give a zero star i would. Wish i had read the reviews!”

Helpful Report

Posted 1 year ago

“Poor delivery and sofa. We had to contact the store because they didn't include the crocodile attachment clips. We contacted customer service who told us to lift up the heavy sofa (an extra large sofa) so we can take photos to send back to the store to enable them to know which clips to send to us. When the clips arrived, we had to then contact customer service again so that they can arrange wait for their technician to come and attach them. We bought the sofa in Nov 2023 and they have not kept their shape, it's poorly made. I am tired of plumping the seat cushions everyday only for the shape not to improve. I wouldn't buy from them again.”

Helpful Report

Posted 1 year ago

Loaf is rated 1.4 based on 164 reviews